Customer Care Coordinator

Dentsply Sirona Brasil; Stonehouse; On-site; GBP 22,000 - 28,000; Full time

Job summary

A global medical technology firm in Stonehouse is seeking a Customer Care Advisor to enhance patient delivery services. The ideal candidate should have excellent communication skills and a customer-centric approach, with education equivalent to GCSE O level. Responsibilities include managing patient interactions, processing orders, and ensuring quality service. This role offers a comprehensive benefit package including 26 days of annual leave and opportunities for professional development.

Benefits

26 days of annual leave

Flexible benefit scheme

Access to LinkedIn Learning

Qualifications

• Education to GCSE O level; or minimum of twelve months' related experience or training.
• Clear, efficient and empathetic telephone manner.
• Adaptable with flexible approach to work.

Responsibilities

• Receive and make calls to Patients, Carers, GP surgeries and Healthcare Professionals.
• Process orders and prescriptions ensuring swift and accurate delivery.
• Handle complaints and manage inventory effectively.

Skills

Attention to detail

Customer-centric mindset

Problem solving abilities

Communication skills

Intermediate IT skills

Education

GCSE O level education or equivalent

Tools

Microsoft Office

Job description

Overview

Requisition ID: 81464. Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1,000 employees worldwide are dedicated to making a difference to people who need our products and services. Wellspect is a leading manufacturer of intermittent urinary catheters, with LoFric as the best known brand. The company has developed Navina, an irrigation system designed to aid those with chronic or severe constipation. Wellspect aims to be climate neutral and to minimize its environmental footprint. Headquartered in Mölndal, Sweden, the company operates in more than 30 countries and is part of Dentsply Sirona. The company’s shares are listed on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.

Customer Care Advisor – Stonehouse, Gloucester. Reporting to the Customer Care Team Leader, this role is pivotal in delivering a superior customer experience and transforming the lives of individuals living with acute and chronic continence conditions. This exciting opportunity involves building and nurturing relationships with patients and healthcare professionals to ensure seamless delivery of vital medical supplies while delivering best outcomes for the patient and the business. This is achieved through compliance with internal procedures as well as external regulations.

Responsibilities

• Receive and make calls to Patients, Carers, GP surgeries and Healthcare Professionals with a focus on quality of work, customer satisfaction and retention.
• Process orders and prescriptions to a high standard, ensuring swift and accurate delivery of supplies.
• Handle complaints – recording, escalation, resolution and analysis of product and service complaints within commercial and regulatory timelines.
• Manage inventory – work with procurement to ensure accurate planning parameters and safety stock levels for seamless stock replenishment.
• Collaborate to develop relationships with patients, Healthcare professionals and internal teams.
• Manage courier queries relating to deliveries and collections.
• Work with Team Leader to generate ideas for department processes and systems.
• Attend ongoing training to maintain knowledge of key priorities, products, medical conditions, Anatomy and Physiology.
• Assist with Product Recalls.
• Ensure key department tasks are managed effectively and that tasks are not exclusive to any individual; be willing to assist others to achieve department service levels.
• This is not an exhaustive list of duties and is subject to review on a regular basis.

Experience and Qualifications

• Education to GCSE O level; or minimum of twelve months' related experience or training; or equivalent combination of education and experience.
• Background in a fast-paced customer facing role (face to face or virtual).
• Accurate keyboard/data entry skills.
• Intermediate IT skills (Microsoft Office).
• Positive “can do” attitude and customer-centric mindset.
• Clear, efficient and empathetic telephone manner.
• High call volume experience.
• Professional with proven ability to build appropriate relationships with customers to effectively manage expectations.
• Demonstrated problem solving and decision making abilities.
• Able to work well within a team and to remain calm under pressure.
• Adaptable with flexible approach to work and changing priorities.
• Highly organized with the ability to manage multiple tasks in a fast-paced environment.
• Displays initiative and enthusiasm for their role and the company.
• Attention to detail with exceptional communication skills (written and verbal).
• Consistently meets company standards, ethics and compliance requirements.

Benefits

As part of our team, you’ll experience the spirit of an international and innovative market leader in the dental industry. In addition to an attractive remuneration package, you will be eligible for a variety of employee benefits, including:

• 26 days of annual leave, an attractive company pension scheme and a flexible benefit scheme (including health insurance, dental cover, medical cash plan).
• A comprehensive induction, further training opportunities and access to LinkedIn Learning; opportunities for personal and professional development through global mentoring and coaching.
• An extensive, global employee assistance program with a wide range of benefits, including retirement benefit.

Dentsply Sirona is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. If you need assistance with completing the online application due to a disability, please send an accommodation request to [e-mail] with “Accommodation Request” in the subject. For additional details and questions, contact [e-mail].